I have had a free trial of bank feeds which successfully connected to my Virgin M account. The free trial is over and now I am unable to reconnect to my Virgin account. I see several threads on this same topic where despite previous success Quickfile can no longer connect to a Virgin account. I have checked all of my Virgin account details and can login through their normal banking website but the same credentials used on the Quickfile prompt after trying to use the “Connect a Bank” button just fails. I note none of the previous posters seemed to have success or get resolution. I’m really hoping this can be sorted out and resolved so Virgin customers are able to have open bank feeds.
Hello @Twiglet_54
Usually if the button is failing there’s an external factor at play such as the ones mentioned below
- Browser extension
- Browser security
- Anti Virus/security software
I would reccomend trying the below
- Try incognito mode (ctrl+shift+n)
- Try an alternate browser
- Try an alternate device (possibly your mobiles browser on mobile data)
Hi Steve, it’s not that the button is failing. The process it takes you through is as others have described where for some reason the credentials used are not recognised and yet using the same credentials we can log in to our Virgin accounts directly on the Virgin banking website. Is there some issue with data that the API is taking from Quickfile which makes our Virgin accounts unrecognised?
I’ve just paid for the open banking feeds and if its not working I’d like a refund
Hello @Twiglet_54
You may find the information in this post useful relating to the different types of accounts and the options to select.
If you still require a refund please drop me a private message with your company name and account number and I will let the billing team know.
Hi Steve, thanks but I have already been through this whole process quite a few times after looking through all of the help articles and remember I have already successfully connected the bank feed to Virgin M Account successfully as I have had a trial which has just finished and I’m trying to reconnect exactly the same account, with the same details. I’ve tried using an incognito window etc. None of the other folks who posted seemed to get this resolved either.
Why is it that when using the Quickfile link to connect a bank feed to Virgin M accounts, in some cases (or maybe many more) refuse to recognise valid login credentials that it recognised before and which are valid for online login via the banks website or app? As this is a recurring issue that other users have noted I thought there may be an answer by now. I am going to try leaving it for a few days and then I’ll try again after logging off, clearing the cache etc. etc. If it still doesn’t work I’ll be looking for the refund.
In my experience most problems with bank feeds in QuickFile can be fixed by completely removing all trace of the existing feed from your QuickFile settings and then connecting again from scratch as a brand new authorisation.
QuickFile only allows one authorisation per “bank” at a time (though you can feed many accounts from the same bank through a single authorisation), so if there’s still an authorisation token hiding somewhere in your QuickFile and you try connecting a new bank, it won’t offer the already-connected one as an option.
In your case when you try the connection do you see one or two options labelled Virgin? It may be that you have a token already authorised for the “right” Virgin from your trial period, so it’ll only offer the “wrong” Virgin option if you try and connect a new bank now. If you cancel the old auth then you would get both options and should be able to connect the correct one.
Thanks Ian but how do I remove all trace when there doesn’t appear to be any trace. The only option I have is the “Connect a Bank” button. There is nothing anywhere else. I can only use the "Virgin Merged Accounts choice on the VM screen where there are two choices of account details as the other choice I don’t have the right account type or sort code for. I am only performing the tasks as set up by the Quickfile link. I don’t know any other way. Its so frustrating.
How can I remove an authorisation token when I don’t know where it is or how to do it?
The previous authorisation is cancelled already but I can’t delete the details of the fact that there was one at the Virgin end
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